Wilcon Joice Arbuis

About Me -At a young age, I lived a life full of sorrows, problems and hardships. My father decided to accept the offer for retrenchment and quitted the job in my freshmen year. Because of not �having enough knowledge of what was really happening, I just enjoyed the time with money and perks. Time passed, our life became miserable and we came to a point that even in our pocket we didn't have a single penny. To make the story short,it wasn't the end that all. We get to experience a lot more than that. It was heartbreaking, and I thought I would be stuck where I was. However, on the bright side, I've been very thankful and grateful to those people surrounding me. It made me stronger and ambitious in a good way. I see myself as a goal getter, optimistic and passionate. I realized how God is good to those who pray for Him. What I have been through was for me to learn that everything in the world is worth striving for a better outcome and success. �In my college days, my brother wanted me to get a part time job at the age of 18 in a fast food chain(JOLLIBEE) things got better that time since we can even afford to pay for our boarding house and even can buy food to eat. Unfortunately, I did not finish college because I got pregnant and decided to stop schooling. Life was very hard on me. But I never stop praying and striving. After a couple of years, I tried to apply in a corporate world. I landed a job as a Technical Support Representative in a BPO industry with a Time Warner Cable Account a US Telco brand. I resigned and got another job still in a BPO industry as a Customer Service Representative/Consultant with �Telstra another Telco brand as well but in Australia.Both Has multiple responsibilities which was very advantageous. I get to learn a lot of both Accounts and Companies. My experiences of handling different types of customers have helped me become who I am today. I have gained skills I never imagine I could have. I can converse well with customers/clients and can uncover underlying needs. I am a team player that understands the problem but instead of dwelling on them I rather find the best resolution out of many options. My experience as a call center agent helped me adapt to changes with the business demands, provide quality service and excels to whatever number the business is asking for. Education Tertiary Mindanao Sate University - Institute of Technology Bachelor of Secondary Education major in Music Arts Physical Education and Health (MAPEH) Awards and Achievements: Aquatics - Swimming Champion (Girls Category) College of Education Cheerleader Skills and Services Technical Support Specialist Can assist customers at any age in fixing their internet, TV and landline service Set-up technician appointment Provide clear and vivid troubleshooting instructions Customer Service/Consultant Saving customers for not leaving the business Uncover underlying needs Resolving service issues at a timely manner Pitch sales and process orders Fulfill customer�s needs to achieve customer satisfaction Social Media Management Facebook & Instagram Sales and administration work Excellent with calendar, google drive, Microsoft word and Microsoft excel, Outlook, Siebel (Customer Account Management Tool) and email support Work Experiences March 2016 - February 2018 Telstra Powered by Teletech � IT Park Lahug Cebu City, Philippines (Broadband and Mobile Service) Billing Consultant Manage bill payments, credits and card/bank details Helped customers with billing inquiries and disputes and resolves concern at a timely manner Case managed complaints to resolve complainant�s concern promptly Process add new orders, modify orders and recontract of service Agent�s Buddy Assist new hires to absorb the business process and teach them with the best practices to accomplish work and achieve scorecard January2014 - February 2016 TELEPERORMANCE - Time Warner Cable (TWC MidWest) - Ayala Business Park Technical Support Specialist Resolved customer�s technical concerns through phone conversation with their landline, home internet and TV service Upselling, Process Orders Helped in training new hires in resolving customer�s concern and take escalation calls